Blackboard Upgrades Client Support with Parature 3.0

Leading e-Education Software Company Taps Parature to Enhance Support Capabilities

McLean, VA (February 18, 2002) – Parature, Inc., an innovator of online customer support software, today announced that Blackboard Inc. has launched an improved client support Web site powered by Parature 3.0T. In addition, Blackboard has retained Parature’s professional services team to help refine its support processes. Through this engagement, Parature becomes an important part of Blackboard’s strategic initiative to create an effective support network that leverages the expertise of both clients and internal support staff.

Parature 3.0 provides the knowledge base functionality and user interface for Blackboard’s new support site. The first in a series of upcoming support site enhancements, this new functionality presents Blackboard clients with self-service information neatly organized by topic. And, because Parature provides Blackboard with an easy way to publish resolved issues to the support site, Blackboard is actively engaging the help of its clients to improve the quality of the support site for the entire Blackboard community. Blackboard serves more than 2,200 colleges, universities and organizations worldwide.

“Continuing to improve our client experience is a central focus at Blackboard,” said Todd Gibby, general manager at Blackboard Inc. “Parature has both the software and the process expertise to help Blackboard upgrade its support. Working with Parature helps us deliver increasing value and improve overall client satisfaction.”

In addition to deploying Parature 3.0 on its support site, Blackboard has engaged Parature’s professional services team to help refine its support operations. Parature will work closely with Blackboard to enhance its internal support processes and apply best practices, ensuring a consistently high level of support for Blackboard clients.

“Parature is committed to providing complete Online Customer Support solutions that include both products and services,” said Ching-Ho Fung, Chairman of Parature. “By taking proactive steps to enhance its support offering, Blackboard is affirming its status as a client-centric company and a true market leader.”

Source: Parature